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I need help fixing what someone ruined i need to scan pics.

Customer Question
I need help fixing...

I need help fixing what someone ruined i need to scan pics

Technician's Assistant: Is there an error code on your printer when you try to scan?

No\

Technician's Assistant: When did you last update the printer driver software?

Just now my niece used my printer now it wont let me scan and of course she didn't show me what she did

Technician's Assistant: Anything else you want the Printer Expert to know before I connect you?

I want it to work correctly for my needs and i cant figure it out thru the manuals

Submitted: 3 months ago.Category: Printers
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Answered in 1 minute by:
3/27/2018
Technician: Jason Jones, Technician replied 3 months ago
Jason Jones
Jason Jones, Technician
Category: Printers
Satisfied Customers: 19,227
Experience: 10+ years work experience.
Verified

Hello,

My name is***** will be the person helping you today.

I am sorry to hear about this problem that you are having with your scanner.

In order to expedite the analysis steps and solution, may I remotely connect to your computer and fix this for you?

- ***** *****

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Technician: Jason Jones, Technician replied 3 months ago

Thank you. I will get that ready for you. After you click the "Securely Connect" button for the remote service, the remote link will be posted here.

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Customer reply replied 3 months ago
id rather talk to you
Customer reply replied 3 months ago
i rather you talk me thru it
Technician: Jason Jones, Technician replied 3 months ago

Okay, that will work too. Let's start off by answering a few questions.

1) Are you working on a Windows computer or a Mac computer?

2) How is the scanner connected to your system? (ie: usb cable, network cable, wireless)

3) Are you trying to do initiate the scans from the printer itself or from within an application on the computer?

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Customer reply replied 3 months ago
windows 10
wireless
from the printer itself
Technician: Jason Jones, Technician replied 3 months ago

1) What happens when you attempt to start the scan?

2) Are you given errors?

3) How far along in the scanning process do you get before it fails?

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Customer reply replied 3 months ago
no errors
says local usb
Technician: Jason Jones, Technician replied 3 months ago

It says, "Local USB", but it is not connected via USB. It is connected via the Wireless network, correct?

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Technician: Jason Jones, Technician replied 3 months ago

I see that you opened a new duplicate task. Please, do not do that. Doing so may incur an extra cost for you. Stay on this page.

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Shefin
Shefin, Printer and Office Equip. Specialist
Category: Printers
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